OTTAWA — Warnings are being sounded over artificial intelligence technology that is being used to alter the accents of overseas call centre agents, making them sound like Canadians. A coalition of unions representing telecom workers recently testified before a parliamentary committee, expressing deep concerns about the deceptive use of AI-powered voice synthesizers.
Unions Sound Alarm on Deceptive AI Use
Last month, a consortium of unions — including UNIFOR, the United Steelworkers, and the Canadian Union of Public Employees (CUPE) — appeared before the Parliamentary Standing Committee on Industry and Technology. They warned that AI tools are being employed to conceal the true location and identity of call centre workers based overseas.
“We are aware of at least one major telecom company using AI to mask the accents of offshore agents, altering how customers perceive who they are speaking to,” testified Roch LeBlanc, Unifor Telecommunications Director, on April 30. He declined to name the specific company but noted that union members have witnessed the technology in action during agent-to-agent calls.
LeBlanc called on the Canadian government to outlaw such deceptive uses of AI. “The expanding use of AI chatbots may seem to provide a cheap alternative to Canadian labour, but these systems do not always fulfill their promises,” he stated. “AI is a tool that may enhance a worker’s productivity, but it should not be used at the expense of workers and customers. Canadians deserve to know when AI is being used and have the right to speak with a human based in Canada, regulated by Canadian standards.”
Call for National AI Framework
In a joint news release, the three unions emphasized that telecom workers in Canada have adapted to new technology for over a century. However, they argued that companies should not be permitted to use AI solely to replace Canadian workers or to deceive consumers into believing they are speaking with a local agent when the call is actually being handled overseas, often in Asia.
The Toronto Sun reached out to major telecom providers Rogers, Telus, and Bell for comment. Rogers confirmed that they do not utilize such accent-changing tools.
Corey Mandryk, lead organizer with United Steelworkers National Local 1944, noted the broader anxiety surrounding AI. “You cannot have a conversation about AI without it leading to concerns about job displacement. A proper AI framework from the government, along with accompanying regulations, is crucial to adopt quickly,” he said during the meeting. “Canadians are worried about AI adoption and its potential to replace their jobs.”
Demand for Consumer and Worker Protections
The unions are urging the government to establish a national framework for AI that safeguards both the privacy and data of Canadians and domestic employment. CUPE’s Nathalie Blais addressed the committee, questioning the preparedness for large-scale job losses. “What is our Plan B? We do not know exactly what pathway AI will take. If we were to face significant job losses, would the Employment Insurance system be sufficient? We do not know. We need to have a broad-based conversation. As of now, all government advisory committees seem to be focusing on scientific and commercial development rather than social development,” she said.
